Voice technology seems to be taking a back seat in many companies’ eyes in comparison to social media and e-mail technology. As new technology increasingly becomes more popular, companies have started relying less on voice technology to complete customer service tasks, and more on mobile applications, social networking sites, instant messaging, e-mail, etc. In a recent study by DMG Enterprising, it was found that 2/3rds (about 67%) of enterprises were already using social media networks for some form of customer service. Although it seems important that businesses take as many opportunities and utilize as many different outlets as possible to provide customer service and support to their consumers, it is also important to not skimp when it comes to voice technology.
Voice technology has stood the test of time again and again. By using telephone and voice communication for customer service, customers are able to get faster results, with more clarity. It is much easier to miscommunicate when you are using e-mail or social media, as inflection of voice and tone can often be misconstrued. However, when talking over the telephone, response times are immediate, so it’s much easier to get messages across with little to no misunderstanding on either side of the fence.